Lord Jerome Roque Fernandez
Phase 09 block 15 lot 04 Carmona Estates Cavite City
Mobile: - : -
Email:-:-
Skype: Lord Fernandez /-Google:-
Education / Summary of Expertise
Systems Technonolgy Institute: Bachelor of Science in Computer Science
Solid Experience in IT Support Engineer engagement, Expert in resolving any IT related issues
understanding and determines the root cause of issues or nature of problems to properly approach and
fix issues permanently
Skill Set
Active Directory: Group creation, sets up policies and dependencies, Group modification, creates user accounts,
providing different policy settings for access depending on user job title, account termination, reset and unlocks
user password, creating and managing GPOs as well as managing domain synchronization
Exchange Server and Office 365: Creates mailboxes and public folders, Unified Messaging, OWA, Outlook client
and Active Sync with Mobile devices, Manage the development in the servers and implement new services and
functionality, Manage file sharing permissions to monitor mailbox quotas/space and also to check where the email
has stuck and made sure that the email reaches its destination
Incident Management: Provides a specialist skill or support role to receive Incidents that cannot be resolved by
level 1 Support engineers. Investigate and coordinate resolution and recovery actions for assigned Incidents.
Client / User Support: Provides technical assistance to computer system users, answer questions and resolve
computer problems for clients/ users via telephone, email, chat or remote access.
Application Support: Install, configure, maintain, support and develop subject matter expertise on authorized
applications/software a user/ client accesses or uses as well as multiple third-party enterprise-class software
platforms. Contribute to requirements definition and selection process of software platforms. Create and maintains
support documentation regarding issues and fixes on authorized application/ software that clients / users access or
uses.
liaise with third-party software vendors on bugs and fixes on issues their software causes (when needed)
Computer Virus Support: Provides Virus / Malware etc... removal support, able to manually remove a virus if
usage of a third party virus removal software is not allowed
Others: Web design, WordPress, html, css , cpanel Install, upgrade, support and troubleshoot network printers/
printers, computer hardware and any other authorized peripheral equipment.
VMware, VMware ESX
Troubleshoot network connectivity on LAN / WAN environment.
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize
downtime.
Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office and any other authorized desktop
applications.
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service
client, personal computers (PC) Laptops or notebooks that has authorized access to the network.
Job Experience
Citibank
Configuration Management (Active Directory Administer) “Infrastructure” (July 2014 – January 2015)
Group Creation, assigning Policies and dependencies depending on requests,
Active directory Administration from user accounts to policies and groups,
Group creation for software delivery services
Handles almost all issues requests relating to with Active directory
Fujitsu WeServ (11/2012 - 04/2013)
Incident Management Analyst (Service Requests management)
Qantas Airlines
Organizes, manages and maintains effective IT support through the provision of a telephone/e-mail helpdesk service, by which
customers can register system faults and be responded to in a timely and appropriate manner that ensures customer
satisfaction and minimizes problems.
Establish and maintain Service Level Commitments that will ensure an appropriate response to all calls logged with the helpdesk,
by monitoring support calls, analyzing feedback, ensuring that support staff follow established support procedures and have the
necessary technical and personal skills to maintain effective communication with customers.
Determine the actions required to resolve any operational problems through the use of own technical experience, escalating to
in-house expertise as required or by bringing in external support to minimize the impact of system failure to individual
customers and the organization as a whole.
Ensure that all routine housekeeping and other operational tasks are carried out with the minimum disruption to customers by
agreeing and carefully planning out of office hours work in maintaining system performance, availability and disaster recovery
procedures.
Establishes a framework for technical support through the maintenance of a register of configuration details for each system
and monitor its effectiveness through the analysis of reports, consultation with customers and the technical infrastructure team.
PROV International (11/2009 – 09/2012)
IT Engineer (Support Engineer)
Semco Maritime
Creates new user account in Active directory as well as providing different policy settings for each users,
Assisting office workers with their computer desktop systems, providing computer support services both for software and
hardware for an organization’s employees, Testing of computers and ensuring that computer systems are functioning properly.
Physical setting up of computers and software system installation for various computer applications and programs, Identifying
and solving any problems that affect computer operating systems, discussing with individual staff members who work on the
computers what the problems is in order to figure out how to help solve the problem. Individual assessments of computer
systems to identify the problem(s) Help in examination of network servers equipment and Maintenance of networking systems
Maintenance and upgrading of computer systems or offering recommendations on upgrades needed Networking and
connecting computers within the same organization to enhance communication, Troubleshooting routine problems and
maintenance of servers, Maintaining other computer peripheral devices such as printers and solving printing problems if they
arise, Coordination of computer maintenance with other Information Technology professionals such as Network Operations
staff, assists System Administrators in projects regarding automation of system management tasks.
Affiliated Computer Services (12/2007 – 08/2009)
Technical Helpdesk (Service Desk)
Spherion
Handles Active directory for account access (creation and removal) , Assists Users with troubleshooting of any Computer Issues
(Hardware, Software, Networking) and Applications, Configure New User accounts, Data Migration
Troubleshoots Exchange server and Email client as well as Configuration, Network Printer set up,
Computer reimaging, generates tickets for incident management, assigns tickets for issues that needs physical troubleshooting,
and grabs tickets for resolution
